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Measuring Web Site Quality Improvements: a Case Study of the Forum on Strategic Management Knowledge Exchange

Barnes, Stuart J., Vidgen, Richard T. (2003) Measuring Web Site Quality Improvements: a Case Study of the Forum on Strategic Management Knowledge Exchange. Industrial Management and Data Systems, 103 (5). pp. 297-309. ISSN 0263-5577. (doi:10.1108/02635570310477352) (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided)

The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided. (Contact us about this Publication)
Official URL
http://dx.doi.org/10.1108/02635570310477352

Abstract

As organizations have begun increasingly to communicate and interact with consumers via the Web, so the appropriate design of offerings has become a central issue. Attracting and retaining consumers requires acute understanding of the requirements of users and appropriate tailoring of solutions. Recently, the development of Web offerings has moved beyond the commercial domain to government, both national and international. This paper examines the results of a quality survey of a Web site provided by the OECD. The site is examined before and after a major redesign process. The instrument, WebQual, draws on previous work in Web site usability, information quality, and service interaction quality to provide a rounded framework for assessing e-commerce and e-government offerings. The metrics and findings demonstrate not only the strengths and weaknesses of the sites, but also the different impressions of users in member countries. These findings have implications for e-government Web site offerings.

Item Type: Article
DOI/Identification number: 10.1108/02635570310477352
Subjects: H Social Sciences
H Social Sciences > HA Statistics > HA33 Management Science
Divisions: Faculties > Social Sciences > Kent Business School
Faculties > Social Sciences > Kent Business School > Management Science
Depositing User: Cathy Norman
Date Deposited: 18 Jul 2013 15:06 UTC
Last Modified: 29 May 2019 10:25 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/34766 (The current URI for this page, for reference purposes)
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